A Training and Development Specialist directs education or staff training programs for a company, such as large firms or distributorships, or private post-secondary educational providers.
The Quality & Training Support Specialist is responsible for supporting daily Quality Assurance and Training operations. This role assists in monitoring performance, identifying trends, and reinforcing training initiatives to improve employee performance and ensure compliance with company and client standards. This position works collaboratively with Quality Assurance, Education, and internal leadership to bridge communication between performance evaluation and training efforts. The role also serves as a backup resource to both QA and Training functions, ensuring operational consistency and supporting a culture of continuous improvement.
Responsibilities:
Assist in monitoring and evaluating employee performance to ensure compliance with company and client standards. Support QA processes by documenting findings, identifying trends, and highlighting areas for improvement. Help maintain QA reports, scorecards, and tracking tools for leadership review. Escalate operational or performance risks to leadership in a timely manner. Assist with onboarding, refresher training, and ongoing coaching support. Reinforce training content through follow-ups, floor support, and communication with staff. Identify skill gaps based on QA feedback and support targeted coaching efforts. Maintain accurate training records and track employee progress. Collaborate with QA, Education, and leadership teams to align on performance trends and training needs. Assist in coordinating training schedules, materials, and resources. Support communication of QA insights to help improve training effectiveness. Serve as backup support for QA audits, coaching sessions, and training activities as needed. Maintain working knowledge of QA tools, training systems, and operational procedures. Participate in process improvement initiatives and support implementation of updates. functions. Maintain a positive attitude that promotes skills, knowledge, and education within the organization. Actively support employee growth and development. Promote the company's purpose, vision, values, and strategic objectives.
Skills and Experience:
High School diploma or equivalent required. Minimum of two (2) years' experience within a call center environment preferred Experience in training, coaching, mentoring, quality assurance, or process improvement Strong leadership, coaching, and interpersonal skills. Proficiency in Microsoft Office and database systems. Ability to deal with demanding customers and escalations. Energetic and encouraging individual. Solutions driven with creative, critical thinking and open-mindedness. Ability to manage time effectively and work under pressure. Excellent communication, facilitation, and documentation abilities. Why Join Us? Be part of a mission-driven team that values integrity, empathy, and growth. Enjoy opportunities for professional development and advancement. Make a meaningful impact on the lives of patients and their families. Magnet Solutions fosters an uplifting team-oriented environment that has earned us recognition as one of the Best Places to Work from 2018-2025.
Pay:
$46,000.00 - $55,000.00 per year
Benefits:
401(k) 401(k) matching Dental insurance Health insurance Life insurance Paid time off Referral program Vision insurance
